Performance

Performance turns an agent’s call history into a board of cards that help you understand traffic, results, and recurring patterns. Open Performance and choose an agent. The page is a single board: every chart, table, and big number on it is a card you can arrange, retype, and drill into.

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Filter the calls

The date range in the header applies across the active view. Open Settings (the gear), then Call scope to filter the board by call status, call type, or the Phonely phone number. Use Date & time in the same panel to refine the days and hours included; the panel identifies the timezone used for those refinements. The gear indicates when scope refinements are active. Clear the relevant selections in Settings when you want the full view’s scope again. These board-wide controls apply to every card in the view. For a question about particular outcomes, topics, end reasons, sentiments, analytics fields, or flow blocks, open the card in Explore and use Only count calls where… to set its own conditions. Save a filter when you want to reuse the same definition across cards. For example, define which calls count as a booked appointment, then use that definition on each relevant card. A flow-block filter offers three operators: Reached, Never reached, and Dropped off. Use Dropped off to count only the calls that ended on a block, which pairs with Opportunity Analysis when you are investigating where callers leave early. A Numbers filter bounds any numeric field with is over, is at least, is under, or is at most, and the bound can take decimals. Use it to count, for example, calls longer than 30 seconds or calls costing over $1.50. Older board-wide outcome, topic, end-reason, sentiment, caller-number, duration, and flow-block filters are no longer retained. Review older views before comparing their totals with earlier reports, and recreate supported conditions on the relevant cards.

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Compare with another period

Use the clock-arrow control beside the date range, labeled Compare to another period, to compare the board with an earlier window.

1. Choose Previous period for the window immediately before the current range.
2. To compare with a different period, choose its first day on the calendar and select Apply. Phonely keeps the comparison the same length as the current range; for example, compare seven days with an earlier seven days. The comparison must end before the current range begins.
3. Check the period shown on the comparison control before interpreting the results. Open the control and select Stop comparing to turn comparison off.

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Read the cards

Add widget opens a dialog that splits into chat, templates, and goals views. Before your first guided request, describe your business goal and north star metric—the main measure of success you want to track—then select Save and continue. Describe the card you want and review the proposal before adding it. Use Change business goal and north star metric in the dialog to revise those answers later. You can also pick a preset directly. On an empty view, you can ask Phonely to suggest a starting board built from the agent’s own flow and outcomes. Preset cards cover common questions: Select a segment, point, row, or big-number card to open the matching calls. This lets you move from an aggregate pattern to the conversations behind it. Each card shows when its data was last updated. Hover a number to see the count or share behind it.

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Change how a card looks

Open a card’s More options menu to switch between Time series, Bar chart, Big number, Metric bars, Top list, Table, Call list, and Pie, where compatible. Unavailable types are greyed out with instructions for unlocking them. Metric bars requires no breakdown and at least two displayed metrics that share a unit. Call list lists the individual calls a query matches; it needs a metric and no breakdown, and is the default for a bare count with no breakdown. An existing Sankey card keeps its own chart type. You cannot convert an ordinary card to Sankey from this menu. Switching the type changes the presentation only. It never changes the number a card computes.

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Arrange the board

• Drag a card to reorder it.
• Drag a card’s edge or corner to resize it.
• Select Edit in Explore (the pencil) to change the question behind a card.
• Use More options to duplicate a card, copy it to another view, export its data, or remove it from the view.

Layout changes belong to the active view. If a board cannot be saved, the header shows a Not saved warning; select it to retry. You can also add a card from the board’s own empty space: a + tile in the last row’s leftover columns opens the same Add widget dialog.

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Build your own card

Select Add widget, then Build a widget manually to open Explore. Explore replaces the board while you work in it. Build a question by choosing what to count, how to break it down, and which calls to include: A metric card reads as a query and then arithmetic: the population row (which calls) sits above the function row. The aggregation menu is split into By number of calls and By value per call, Add Metric offers Numbers to add a “calls over …” measure in one pick, the percentile options fold into one Percentile row, and a summed metric is captioned Total …. The breakdown-by field picker opens on the field it already holds and pins each family heading while its fields scroll. Measures include a billing family alongside call metrics: Billed minutes, Billed transfer minutes, and Cost (rendered as USD). Save the result to add it to the board. Use the browser’s Back button or the back arrow to leave Explore; if you have unsaved work, Phonely asks before discarding it. You can save a metric or filter to reuse it across cards. Manage those saved definitions from Explore or from Settings > Saved metrics & filters on the board. Deleting a saved definition asks for confirmation and identifies the metric or filter to be removed.

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Use per-call stats

Per-call stats are available as measures, filters, and formula variables, grouped into families such as conversation turns, caller timing, transfers, and silence. A stat’s picker row shows a short summary of its note, with the full note on hover. A measure’s own picker offers Numbers and category stats. Choose an aggregation that matches the question:

• Sum additive stats, such as counts or cumulative durations, when you want a total across calls.
• Use averages or percentiles to compare per-call values. Per-call averages, maxima, and percentiles cannot be summed; averaging a per-call percentile describes the typical call’s percentile, not the percentile across every individual event.

Transfer hold time, formerly Transfer duration, is the caller’s cumulative wait on hold across warm-transfer attempts, including failed attempts. It does not measure time talking to the transfer recipient and has no value for cold transfers. An unavailable stat value displays as —, rather than zero. A date range that starts before a stat’s collection began has incomplete coverage. Phonely omits the period comparison when either range has incomplete coverage, rather than showing a misleading change.

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Edit Performance with Ask AI

While Performance is open, use Ask AI to add, edit, or remove cards; create, rename, duplicate, reorder, or delete views; or propose changes to saved metrics and filters. State the view and business question you want to change, such as “Add a card showing booked appointments over time.” Review each proposal’s preview, affected view, and definition before accepting it. Adding or editing a card offers Add to board or Apply change; other proposals show the action they will perform. Reject a proposal you do not want. Asking for a change does not apply it automatically. Use the proposal’s Undo action when available to reverse an accepted change. You can also open a proposed card in Explore to refine it manually. If you accept an edit while that card is open in Explore, inspect the updated preview and save from Explore when it is ready. Changing a saved metric or filter can affect cards that use it. Ask AI cannot delete a saved definition while cards still reference it; update those cards first.

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Work with views

A view keeps a board’s cards, filters, and settings for an agent. Use the view selector to switch between views and manage them. To change the active view’s name or description, open Settings > View settings. Use separate views for questions that need different scopes, such as weekly operations, negative-sentiment calls, or a specific outcome. Give each view a name that describes the question it answers.

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Show the board on a wall display

TV mode is a read-only board for wall displays. It fits the board to the screen, pages through rows that do not fit, and scales text for viewing from a distance. Select the TV mode icon in the header or press T to enter. Use the text-size controls inside TV mode to make cards larger or smaller, and select Exit TV mode to return to the regular board. Add ?tv=1 to the page URL to bookmark the TV layout. If the URL already has query parameters, add &tv=1 instead. Opening a bookmark does not automatically enter browser full screen; select Full screen when offered. The TV mode icon and T shortcut request full screen directly. The TV layout still works if the browser does not support or allow full screen. Phonely requests a screen wake lock when the browser supports it. Browser or power-saving policies can deny the request, so confirm the screen stays awake when setting up an unattended display.

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Interpret the results

• Use outcomes to measure results recorded by flows or updated after a call.
• Use topics to understand what callers discussed.
• Use end reasons to understand how calls stopped.
• Open the underlying calls before treating a change on a card as a product or flow issue.